When syncing an external account you may receive an error. If this occurs, here are a few things to try:

1) If you are using a password manager, try disabling it before logging in. Password managers or even your browser’s autofill can sometimes add extraneous spaces to the beginning or end of your username or password or auto-filling incorrect passwords. Please manually type in these fields.

2) Make sure the URL matches. Search by the firm name in the search field and then compare the URL to the URL you use to log directly into your external account. There can be multiple possible matches when you are attempting to sync a portal. Alternatively, you can also search for the exact URL where you normally log in to view your accounts.

3) Verify you can log in directly on the external institution’s website with those credentials. You may be password locked in your external account, so you may be blocked from logging in until this issue is resolved.

Your synced external accounts generally update every business day. If you don’t see regular updates, you may need to go to the “External Accounts” tab and review your next steps to fix the account. You can do this by clicking “Manage Existing” next to the “External Accounts” section on the Summary page or simply by logging in here. The next steps to fix your account will be visible once you’ve selected the specific provider from the side menu.

You can hide accounts by going to the "Manage Existing" link from your Summary tab or simply by logging in here. You should select the firm on the left hand side that you do not wish to include. There will be a set of ellipses to the far right which will have an option to "Hide."

If you see a pencil icon instead of the ellipses, you will first need update the settings by clicking on the pencil. After this has been completed you will see the ellipses appear.

Hiding will remove the account from the Summary tab, Portfolio tab, RetireGuide and your total “Net Worth” as listed on the Summary page of your account.

You may need to log into multiple portals in order to make sure all of your accounts are visible, even though you use only one login to view all accounts outside of Betterment. Try typing in your firm name in the search field to review all of the potential accounts that come up. You should connect all relevant accounts, especially if you have multiple account types (e.g. a mortgage loan and a 401(k) may require you to log in through multiple portals).

When syncing a Capital One 360 external account, please use an access code instead of your password to initiate the sync. To retrieve, or create this code, please log in to your Capital One 360 account. Once there, from the menu select “My Info” and then click on “Access Code”. This provides read-only access for Betterment to login to your account.

This pertains to syncing your account for inclusion in your net worth only. If you are using your Capital One 360 bank account to find your Betterment account, please use your password as usual.

Keeping your data protected and secure is our top priority. Betterment has incorporated bank-level security measures in everything that we do. This includes the strongest available browser encryption, secure servers, and identity verification services, among other precautions.

You’ll want to delete any duplicate accounts that were previously linked manually. Simply select the menu to the right of each manual account in your external accounts tab and click “Remove account.” You can access your external account tab here.

If you cannot get the portfolio to sync or can’t find the connection you are looking for. We would be happy to help get this resolved. Please send us an email to support@betterment.com.

In this email please include the following:
1. The exact URL you use to log into your account outside of Betterment
2. The type of account you are attempting to sync (is it an annuity, retirement, brokerage, IRA or a different type of account?)
3. Please do not delete your external account. While the account is synced, our team can investigate further as to what may be wrong.

Unless otherwise specified, all return figures shown above are for illustrative purposes only, and are not actual customer or model returns. Actual returns will vary greatly and depend on personal and market circumstances.

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